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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A) the Auditor
B) theSenior responsible owner
C) the Service Level Manager
D) the Business Relationship process owner

2. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they can provide policies and a framework for a Management System
B) how they contribute to the total salary reduction
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the achievement of the Service Management objectives

3. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the competing requirements for resources
B) the effort/cost to provide the method of resolution
C) the number of previously reported Incidents for the particular Configuration Item (CI)
D) the available skills

4. Who has a responsibility in continual improvement?

A) all employees
B) Quality experts only
C) Management only
D) the customer

5. Why are processes required?

A) to be able to define quality objectives in a structured manner
B) to provide consistency in the output from activities
C) to satisfy the needs of major outsource providers
D) to ensure that service issues never arise

Solutions: